unlock my Samsung phone

I signed up for Xfinity Mobile about one year ago and received a new Samsung phone as part of the promotion. I recently discovered that the phone is still locked and cannot be used with a physical SIM card. I travel internationally and need to insert a local SIM for calls, so this is a serious issue for me.

I contacted Xfinity Mobile support, but the experience was extremely frustrating:

• I was told I could unlock my phone through the Xfinity Mobile app. This is incorrect — the app only shows an option to unlock the phone number, not the device.

• I was then told I could get a “free” Samsung replacement phone that supports an additional SIM. When I asked what model it was, the agent repeatedly demanded my birth date, SSN, and a new phone number before answering a simple question.

• After speaking with a supervisor, I finally learned the phone model — and also learned that although the phone is “free,” I would be billed for an additional phone line if I accepted it. This feels misleading and borderline predatory.

My original issue remains unresolved: I simply need my existing Samsung phone unlocked so I can use a local SIM card when traveling.

Can someone from Xfinity please clarify:

1. Why the device is still locked after one year

2. How I can get the phone properly unlocked

3. Whether Xfinity plans to improve training for customer service agents, especially regarding device unlocking and avoiding unnecessary requests for personal information

I would appreciate help from an actual Xfinity support representative who can resolve this without trying to upsell or add new lines.